Illinois Department of Employment Security – Emergency Handbook
33
Attachment K
Call Center Procedures
(ALL CMS REGIONS)
Please do not call Work Orders in by phone. Phone call should be used for EMERGENCIES ONLY or issues other than Work Orders.
Please contact the CMS Tier 1 and Tier 2 contacts provided below, for building related issues that require CMS Facility assistance.
Reasons for initiating a work order include but are not limited to the following: Building condition issues, commodity needs, contractual
service concerns (including janitorial and security), building outages, move requests, etc. Please send an e-mail with the attached work
order providing the pertinent information. (However, in case of an emergency situation, call 1st and follow-up with the email. Example:
broken water pipe.)
THE SUBJECT LINE MUST CONTAIN THE FOLLOWING INFORMATION OR IT WILL BE RETURNED NO EXCEPTIONS
SUBJECT: WO (Work Order) L001 (Bldg. Number) 122 S. Main (Address) No Heat on third floor (Subject).
In addition, please provide your telephone number and the on-site facility contact, if it is different from the requestor.
Once a Work Order has been correctly submitted, the Bureau of Property Management will acknowledge the receipt by return E-mail along
with a Work Order Number for tracking. If you do not receive an acknowledgement with work order number within 24 hours, send a follow-up
email for an acknowledgement.
As always, the CMS facility manager is the appropriate contact for issues involving leased facilities NOT the lessor.
Provided are the e-mails addresses and telephone contact information
For after-hours emergencies (power outage, break-ins, leaks etc.) please contact the after-hours answering service between the hours of
5 PM – 8:30 AM at 312-895-5469.
Using the list at the end of this document, please enter the Tier 1 and Tier 2 facility contacts below, for quick reference.
Facility Tier I Contact:
Name:
Phone Number:
Email Address
Facility Tier II Contact:
Name:
Phone Number:
Email Address
Please check for updates which will be posted on the Intranet in the master document.
CMS Regions
Chicago Metro and Northern – Offices North of Interstate 80
Southern Region – Offices South of Interstate 80
Statewide Coordinator
Rick Tate – Rick.Tate@illinois.gov
Chicago Metro and Northern Region Manager:
Jerry Adams – Jerry.Adams@illinois.gov
Southern Region Manager
Tony Baptist – Tony.Baptist@illinois.gov
